Job Summary

This position is responsible for providing technical support to COLTENE SciCan Dental / Medical customers. General responsibilities include (but are not limited to); repair customer units, provide phone/email support, support installations, perform preventative maintenance, provide repair estimates, participate in technical discussions, and deliver training as required.

Core Competencies:

• Customer focused: dedicated to meeting customer expectations and requirements
• Ability to troubleshoot analyze and apply logic to solve difficult problems with effective solutions
• Communication: able to clearly articulate technical information to internal and external customers
• Teamwork: able to work effectively in a team environment
• Technical learning: able to learn new skills and knowledge quickly
• Focused on development and continuous learning
• Accountability and dependability
• Decision making and judgment
• Ability to plan and organize daily schedule and workload appropriately

Job Duties & Responsibilities:

The Bench/Field Technician is responsible for:

• Install, troubleshoot, repair, and maintain SciCan equipment
• Provide phone support to customers and maintain customer satisfaction
• Build strong relationships with customers, provide world class support
• Provide feedback to R&D, sales team, other departments as required
• Attend platform meetings and collaborate with different division & teams
• Demonstrate a sense of urgency in the resolution of customer issues
• Document service actions by completing reports, logs, and forms
• Learn new products and cross train effectively within the department
• Deliver training to dealer technicians and others as required
• Comply with SciCan’s safety policies and hospitals’ safety policies
• Thoroughly study all product materials, including Operator’s and Service Manuals, bulletins, department SOP’s, etc. and adhere to them when performing service on SciCan’s products
• Report technical issues and provide input into their resolution
• Attend technical and other training sessions at SciCan and at Suppliers’ premises
• Comply with SciCan’s policies and procedures

Educational and Experience Requirements:

• Electronics Engineering Technician Diploma/Computer Discipline; or equivalent work experience
• Minimum 3 years of related work experience in a technology repair setting
• Ability to read schematics and technical drawings
• Ability to perform presentations via video or in-person
• Experience in the use of all associated test equipment, including multimeters
• Soldering skills
• Strong oral and written communication skills
• Ability to work well in a team setting and to build both internal and external relationships
• A high level of attention to detail and a commitment to accuracy
• Strong knowledge of computers and related software, including Microsoft Office
• Valid driver’s license
• Ability to travel as necessary for training and field service calls
• Fluency in French language is an asset
• CET technical certificate is an asset
• Ability to perform physical work/lifting